It's Hot Outside, But Don't Sweat It
Call volume for the home services industry fluctuates dramatically throughout the year, especially during the summer months when temperatures are on the rise. So how does CallPoint manage high call volume and still provide the most stellar service to our customers?
It’s simple. We utilize a customized process that we call our CallPoint Priority Codes (CPPC) System. Our leadership team monitors various performance metrics throughout the day such as service level, average speed of answer and overall call volume, and then moves the team in and out of GREEN, YELLOW and RED code levels based on established guidelines.
How does the CPPC work?
When we are in CODE GREEN, it’s business as usual with no changes to our standard processes. We’re aligned with our service level goal of 85% or higher while delivering an average conversion rate of 91% on calls answered.
When we have a higher number of calls in the queue and a service level between 71 - 84%, we move to a CODE YELLOW and implement specific procedures that include ceasing all off-phone activities and strict schedule adherence for our team.
If the call volume increases and our service level drops below 70%, we move to a CODE RED. This is our “all on hands on deck” level and involves ceasing all activities that increase handle time with calls, adjusting breaks and lunches, implementing overtime and calling in additional support from leaders, support team members and off-duty agents.
What happens when the CPPC isn’t enough?
We use the CPPC so you don’t have to worry about calls being missed. But there are times, even with the best procedures in place, where we don’t connect with the customer in time. Rest assured, we have you covered there as well. At CallPoint we also have a call-back process our team follows so we can capture as much of those “missed” opportunities as possible.
We value your customers time and we don’t want to keep them waiting longer than necessary. If a customer is holding longer than our designated answer time, they are sent to our answering service where we quickly identify the customer's need. A detailed message is then sent to a dedicated team at CallPoint who immediately follows up on the call. It is our priority to get back to each and every one of your customers and make sure their needs are met